Service Delivery

Job Description

Service Delivery - Oracle, Salesforce, Workday, O9, SAP (Any Enterprise Platform)

Location : PAN India

The Role:

As Associate Director Service Excellence, your primary responsibility is to architect and build high-quality applications. Leveraging your deep technical expertise and seasoned professional experience, you will also be a critical leader in ensuring delivery excellence. You will be the go-to expert for turning around challenged projects, establishing robust governance, and realigning technical programs with business objectives. Your role is a blend of hands-on development leadership and strategic program management, ensuring applications are delivered effectively, on schedule, and within scope.

Key Responsibilities:

- Application Design & Development :
- Design, build, and configure complex applications to meet business process and application requirements.
- Act as a Subject Matter Expert (SME) with deep knowledge in modern application development methodologies.
- Provide innovative solutions to complex, business-area problems that apply across multiple teams.
- Facilitate workshops and discussions to gather requirements, provide technical guidance, and gather feedback from stakeholders.
- Mentor and coach junior and senior developers in best practices, coding standards, and development methodologies.
- Delivery Leadership & Governance :
- Proactively monitor application health, identifying risks and implementing corrective actions to prevent delivery challenges.
- Establish and run robust delivery governance frameworks (aligned with Agile, TDLC, or SAFe) to ensure adherence to milestones and quality standards.
- Lead key governance routines such as technical review boards, sprint retrospectives, and executive status reviews to ensure transparency and stakeholder confidence.
- Track and analyze key delivery metrics (e.g., burn rate, quality metrics) to ensure budget compliance and project health.
- Apply recovery expertise to assess, solution, and execute turnaround plans for troubled projects with minimal impact on cost, schedule, and scope.
- Stakeholder Engagement & Service Excellence :
- Exemplify Service Excellence by building and maintaining trust with internal and external stakeholders through structured communications and proactive engagement.
- Utilize influencing and advisory skills to manage client expectations, realign delivery commitments, and rebuild stakeholder trust when necessary.
- Lead Steering Committees and executive connects to ensure strategic alignment.

Skills Required:

Must To Have Skills:

- Proficiency in Service Excellence.
- Proficiency in program and project Management
- Hands-on experience in at least one major enterprise platform (e.g., SAP, Oracle, Salesforce, Workday, o9 Solutions, or other supply chain platforms).
- Expertise in application design, development methodologies, and full lifecycle development.
- Strong analytical, problem-solving, and influencing skills.
- Ability to work collaboratively in a team environment and lead technical decisions.

Good To Have Skills :

- Proven experience in recovering, stabilizing, and realigning programs facing significant delivery challenges.
- Experience in establishing delivery governance frameworks and re-baselining project plans.
- Experience in industries such as Health, Products, Communications, Media, Technology, or Financial Services.
- Proficiency in business domains like Finance, HR, Supply Chain Management, or Customer Experience.
- Strong grasp of commercial management principles, cost optimization, and contract deliverables.
- Exposure to GenAI technologies is a plus.

Qualifications & Experience:

Certifications:

- PMP, PMI, PRINCE2, or equivalent project management certification; Relevant platform certifications (SAP, Oracle, Salesforce, etc.).

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